The most common types of damage are surface-level scratches to the product, broken packaging, or damage to an individual component. Although transport damage is a rare occurrence, every damaged shipment is unfortunate. That’s why we have an established, clear process and a dedicated claims handling team in place. They process incoming damage reports and compensation claims directly or, where necessary, forward the details to an insurance company.
Transport damage has decreased significantly over the past two years. This is partly due to the fact that our customers are investing more in their packaging. Our experts are therefore happy to help you find the right protection for your goods, whether it’s corner guards, shrink-wrapping, lashing, or some other method. Please also remember to mark products that require special handling both on the transport order and the item itself.
Another reason for reduced transport damage is our active staff training and stressing the importance of correct handling techniques to prevent damage. A single shipment is picked up and moved several times during our transport chain, so we always try to handle the pick-up, terminal transfers, trunk haulage, and distribution diligently, despite tight schedules.
We have also been pleased to see that our business customers (i.e. the senders) are very good at instructing their own customers (i.e. the recipients) to check the shipment’s condition upon receipt. This is important because if damage has occurred, we can immediately take further action, and the recipient and sender can agree on how to replace the product that was damaged during transit.
Contact your account manager if you have any questions about product packaging. Together, we can come up with a suitable packaging method and review the flow of your shipments through our supply chain.
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Check the shipment upon receipt!
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| The shipment recipient has an important responsibility to check that the shipment is in the expected condition. If not, the recipient must ask the driver to make an entry in the electronic waybill. The information about the occurrence will then appear in shipment tracking in our Kaukoputki online service. |
| If the damage is discovered later, please note that concealed damage must be reported to us, the carrier, within seven days of receipt. Please include a photo and the waybill number. In addition to reporting, the recipient and the sender must agree on how the damaged product(s) are to be replaced or compensated for. |
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Who makes the claim for transport damages?
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| The party paying for freight always submits a claim for a damaged product. Usually, this is the sender of the goods. You can submit a claim for compensation via the Kaukoputki online service, or by email to vahingot@kaukokiito.fi. |
| The claims process is always more efficient when we receive accurate, detailed information about the incident and the damaged product(s). A claim for compensation is always required to include the following: 1) the waybill number, 2) photographs of the damaged product(s), 3) the net weight of the product(s) (i.e. weight without packaging), 4) an explanation of the cause of damage, 5) a copy of the commercial invoice (to verify the value of the goods) and 6) the total amount being claimed. |
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How do we process your claim?
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| When we receive your claim, our claims handling team will process it. If your application is incomplete, we will contact you for more information. Compensation decisions are made in accordance with the Road Transport Act. The compensation amount is paid either based on the damaged product’s net price or net weight. In addition, we will refund the shipping charges for any damaged goods. |
| As part of the investigation, we always review our own internal processes. If the damage is caused by a recurring factor, we will correct it to make sure it does not happen again. |
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What happens to the damaged product(s)?
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| The recipient must always keep the damaged goods, even if the sender sends a replacement. During claim investigation, we need to be able to inspect the damaged goods. |
| Depending on the case, we will either collect the damaged goods or give the recipient written authorisation to dispose of it. |
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Preventing transport damage
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| We continuously invest in developing our processes and provide our customers with guidance on packaging. Your account manager will be happy to assist you with this! |
